Passengers, Luggage & Special Requirements

We want to arrange the right vehicle and service for your Journey.

The easiest way to do that is to tell us about anything unusual before your booking is confirmed—particularly children, luggage, mobility equipment, pets or oversized items.

Most requirements can be accommodated when we know about them in advance.

This page explains the general requirements for passengers travelling with Daima Journey.

Our full Booking Terms & Conditions apply to all bookings.

PASSENGER NUMBERS

Tell us the correct number of passengers when requesting your Journey.

Every passenger must be able to travel safely and lawfully in the vehicle, including having an appropriate seating position and seatbelt or child restraint where required.

We can't carry more passengers than the vehicle is legally or safely designed for.

If your passenger numbers change, let us know as early as possible.

We may need to arrange a different vehicle and this can affect the price.

CHILDREN ARE WELCOME

Families are an important part of Daima Journey and children are welcome across our services.

When a child requires a restraint, tell us when requesting your Journey so we can arrange an appropriate vehicle and restraint where available.

We may ask for:

• the number of children travelling;
• each child's age;
• any relevant restraint requirements;
• whether you're supplying your own restraint.

Child-restraint availability must be confirmed as part of the booking.

BRINGING YOUR OWN CHILD RESTRAINT

Tell us if you intend to provide your own restraint.

It must be suitable for the child, comply with applicable requirements and be capable of being safely fitted to the vehicle.

UNEXPECTED CHILD-RESTRAINT REQUIREMENTS

If you arrive with a child whose restraint requirement wasn't disclosed, we'll try to find a safe and lawful solution where reasonably possible.

However, a driver cannot transport a child unlawfully simply to avoid cancelling the Journey.

If an appropriate restraint or vehicle cannot be arranged, the Journey may be unable to proceed and cancellation/no-show charges may apply depending on the circumstances.

LUGGAGE

Tell us how much luggage you're bringing so we can arrange a suitable vehicle.

Normal luggage might include suitcases and carry-on bags appropriate to the number of passengers and vehicle selected.

Please specifically tell us about items such as:

• unusually large suitcases;
• large quantities of luggage;
• prams;
• bicycles;
• golf clubs;
• skis or snow equipment;
• surfboards;
• sporting equipment;
• musical instruments;
• mobility equipment;
• unusually heavy or bulky items.

Luggage must be capable of being transported safely and lawfully.

We won't place large unsecured items in the passenger compartment where doing so would create a safety risk.

WHAT IF EVERYTHING DOESN'T FIT?

If you've accurately told us about your passenger and luggage requirements and the arranged vehicle is unsuitable, contact Daima Journey so we can address the situation.

If additional or oversized luggage wasn't disclosed, the driver isn't required to transport it unsafely.

Where reasonably possible, we may arrange a larger/additional vehicle or another solution.

Additional costs may apply where the requirement differs from the confirmed booking.

This is particularly important for airport transfers:

Passenger capacity and luggage capacity aren't necessarily the same thing.

A vehicle capable of carrying seven people may not also have room for seven people plus seven large suitcases.

WHEELCHAIRS AND MOBILITY EQUIPMENT

Please tell us about mobility equipment when requesting your Journey.

Useful information includes:

• manual or powered wheelchair;
• whether it folds;
• approximate dimensions where relevant;
• mobility scooter;
• whether the passenger can transfer into a normal vehicle seat;
• whether the passenger must remain in their wheelchair;
• other mobility aids or equipment.

This allows us to determine what type of vehicle/provider is appropriate.

Not every vehicle available through Daima Journey is wheelchair accessible, so requirements for wheelchair-accessible transport must be confirmed in advance.

Our dedicated Accessibility & Assistance page provides further information.

ASSISTANCE ANIMALS

Assistance animals are not treated as ordinary pets.

Daima Journey will handle passengers travelling with assistance animals in accordance with applicable legal obligations.

We encourage passengers to tell us when an assistance animal will be travelling—not as a request for ordinary pet permission, but so we can make the Journey as straightforward as possible.

TRAVELLING WITH PETS

Ordinary pets may travel where an appropriate vehicle/provider can accommodate them.

Please declare pets when requesting your Journey.

We may ask for:

• type of animal;
• approximate size;
• number of animals;
• whether the animal will travel in a carrier;
• restraint requirements;
• any other information relevant to arranging the vehicle.

Pet acceptance must be confirmed for the particular Journey.

We won't assume that every driver or vehicle can carry an ordinary pet.

Where an animal causes excessive soiling or damage beyond ordinary use, our normal cleaning/damage provisions apply.

FOOD AND DRINKS

Water and other non-messy non-alcoholic drinks will generally be acceptable unless you're advised otherwise for the particular vehicle.

Food may be consumed where permitted by the vehicle/provider or agreed in advance.

If you're unsure—particularly for a longer Journey—ask us.

The objective isn't to stop someone eating on a three-hour trip.

It's to protect vehicles from unreasonable mess or damage.

ALCOHOL

Alcohol may be permitted for some Journeys where:

• it is lawful;
• the particular vehicle/provider permits it; and
• it has been expressly permitted for the Journey where required.

This can be relevant to weddings, events and certain Premium services.

Passengers must comply with applicable law and reasonable safety directions from the driver/provider.

Being intoxicated does not automatically mean you will be refused transport.

Providing safe transport can be precisely why someone has booked us.

The issue is behaviour.

Unsafe, violent, abusive or seriously disruptive conduct can result in transport being refused or terminated.

SMOKING AND VAPING

Smoking and vaping are not permitted in Daima Journey vehicles.

This includes cigarettes, cigars, electronic cigarettes/vapes and other smoked or vaporised substances.

This rule applies regardless of whether the substance itself is otherwise lawful.

Where smoking/vaping results in professional cleaning, deodorisation or damage, the responsible customer may be charged the reasonable resulting costs.

PASSENGER BEHAVIOUR

We expect passengers and drivers/providers to treat each other respectfully.

A driver/provider may refuse to commence or may terminate a Journey where reasonably necessary because of serious:

• violence or threats;
• harassment or abuse;
• dangerous behaviour;
• illegal activity;
• deliberate damage;
• interference with the driver or safe operation of the vehicle.

We don't intend this provision to allow a Journey to be terminated over trivial disagreements or merely because a passenger is inconvenient.

Safety is the threshold.

Where a Journey is reasonably terminated because of serious passenger misconduct, the unused portion may not be refundable, subject to rights that cannot lawfully be excluded.

CLEANING

Normal use of a vehicle doesn't attract a cleaning charge.

We're talking about cleaning beyond what would reasonably be expected after an ordinary passenger Journey.

Examples may include:

• vomit or other bodily fluids;
• significant food/drink spills;
• excessive mud or contamination;
• smoking/vaping contamination;
• significant pet-related soiling;
• other excessive mess requiring professional treatment.

Where professional cleaning is reasonably required because of a passenger, the customer may be responsible for the reasonable documented amount charged for that cleaning.

We don't use an arbitrary cleaning penalty simply because a vehicle needs ordinary cleaning between passengers.

VEHICLE DAMAGE

Where a passenger deliberately or negligently causes damage beyond ordinary wear and tear, the customer may be responsible for the reasonable documented cost of:

• repair;
• replacement;
• restoration;

as appropriate.

We should be able to substantiate the cost.

VEHICLE DOWNTIME AND LOST BOOKINGS

Some incidents don't only create a cleaning or repair bill.

If a passenger causes damage or contamination that genuinely takes the vehicle out of service, subsequent confirmed bookings may have to be cancelled or reassigned.

Where that causes an actual loss, the responsible customer may also be liable for reasonable demonstrable losses directly resulting from the vehicle being unavailable.

This isn't intended as a speculative penalty.

For example, we shouldn't claim that a vehicle might theoretically have earned $1,000 that evening.

The loss should be capable of being reasonably demonstrated.

PERSONAL BELONGINGS

You are responsible for your belongings during the Journey.

When leaving the vehicle, check for:

• phones;
• wallets/purses;
• keys;
• luggage;
• headphones;
• children's items;
• documents;
• other personal property.

If you think you've left something behind, contact Daima Journey promptly with your booking reference and a description of the item.

We'll make reasonable efforts to locate it, but recovery can't be guaranteed.

RETURNING LOST PROPERTY

If an item is found, we'll help arrange its return.

Depending on the circumstances, that might involve:

• collection;
• postage;
• courier;
• driver delivery.

Where returning an item creates an additional cost or requires a driver to make a separate trip, the passenger may be asked to cover the reasonable cost.

We're not looking to profit from returning someone's property, but drivers shouldn't be expected to perform a substantial additional Journey without compensation.

DANGEROUS AND PROHIBITED ITEMS

Passengers must not ask a driver/provider to carry anything that would make the Journey unsafe or unlawful.

If you're travelling with an unusual item and aren't sure whether it can be transported, tell us before booking.

SPECIAL REQUESTS

We'd much rather know about an unusual requirement before the Journey than discover it when the vehicle arrives.

Tell us if you need something that isn't covered by the normal booking options.

Where reasonably possible, we'll work out whether we can accommodate it and confirm any effect on the vehicle, price or booking conditions before your Journey.

THE SIMPLE RULE

For most passengers, none of this is complicated:

Tell us who's travelling.

Tell us what you're bringing.

Tell us what you need.

We'll use that information to arrange an appropriate Journey.